Using WhatsApp and the like to send messages to hotel teams is nothing new. In partnership with Kipsu, the leader in real-time engagement, Hilton has converted its first hotel from 2013 to this method of communication. Since then, other hotels have switched to this digital service, and today there are more than 3,600 establishments.
Whether it's via WhatsApp and other messaging channels, through the Hilton Honors application or by SMS, over 10.5 million conversations were engaged last year alone to request a late check-out, order glasses of wine or receive a spare toothbrush for forgetful travellers. That's an exchange of 70 million messages which, for 70 % of customers, improved their overall satisfaction with their stay.
" Since the implementation of the mobile messaging system, we have been able to respond to customer requests by faster than evermaking sure they have everything they need before their arrival and throughout their stay For example," explains Kathy Heneghan, General Manager of one of the group's hotels, the Embassy Suites by Hilton Chicago Downtown Magnificent Mile.
To take this a step further, the hotelier is committed to opening up its mobile messaging platform to more than 7,000 establishments by the end of 2024. " By extending this capability to all our hotels around the worldWe meet our customers' needs wherever they are and create a high quality, reliable experience for every customer during their stay.r," said Chris Silcock, president, Global Brands and Commercial Services, Hilton. This is in addition to other technological innovations such as the Hilton Honors digital key, which was activated by more than 17 million customers last year.
